Job Description

Medical Information Customer Engagement Director-Pharma (Hybrid-Lawrenceville, NJ)

We are seeking a Medical Information Customer Engagement Director for a global pharmaceutical client. The Customer Engagement Center aims to strategically design, develop, and evolve industry-leading Customer Engagement and call center capabilities while optimizing the customer experience. This role will be responsible for providing strategic and operational oversight for and execution of Contact Center (both Medical Information and Customer Information) Strategy. This leader will provide direction as it relates to systems, processes, standards, and services including managing the relationship with the Contact Center Partners covering US Medical Information and Customer Information Center and Global Escalations and Variant Content.

This is a 40-hour per-week, 12-month contract (extensions possible), 50% onsite role in Lawrenceville, NJ.

This is a W2 role as a Stage 4 Solutions employee. Health benefits and 401K are offered.

Responsibilities:

• Develop and execute strategy for US customer engagement: Medical Information, Global Escalations, and Variant Content maintenance as well as commercial contact center in alignment with WW SCE goals and objectives.

• Strategic Leadership of a diverse team focused on delivery of Medical Information and Customer Information in the US Market. Develop, coach and foster individual and team development.

• Relationship lead with all key matrix functions at a Worldwide (WW)/Market level, e.g. WW Customer Engagement Center Leads, WW Medical Content/Pubs Leads, Market Leads and WW Field Medical & Medical Effectiveness Leads, and Business Solutions in order to:

• Provide an MI request service for managing complex questions in a timely and efficient manner

• Support the delivery of MI to HCPs and patients to meet Market and Regulatory needs

• Provide MI guidance and support for local or WW congress booths as required

• Relationship lead with all key matrix functions at a US Commercial level in order to provide a customer information service for managing complex customer interactions in a timely and efficient manner

• Lead Customer Engagement Center activities, such as:

• Innovative approach towards service evolution while adhering to budgets and timelines

• Establishment, Maintenance and Adherence to processes and procedures ensuring operational effectiveness

• Delivery of performance reports and insights to stakeholders

• Inspection readiness and audit participation, oversight of supplier budget and telephony design

• Monitor the performance of the team against agreed procedures and quality metrics to ensure compliance. Identify continuous improvement opportunities and lead process improvement plans.

• Oversight of team as it relates to:

• Training Plans for existing and launch products and programs

• Quality oversight

• Content maintenance and creation to address needs

• Escalation support

• Systems and solutions

• Budget & Operational deliverables.

Requirements:

• 4+ years of experience in Medical Information, Contact Center, or related field

• Leadership skills- Prior Experience managing a diverse team

• Ability to critically analyze performance against quality measures, metrics, and processes.

• PharmD
  
  

Please submit your resume to our network at (please apply to the Medical Information Customer Engagement Director -Pharma (Hybrid-Lawrenceville, NJ) role).

Please feel free to forward this project opening to others who may be interested.

Stage 4 Solutions is an equal-opportunity employer. We celebrate diversity and are committed to providing employees with an inclusive environment that is free of discrimination and harassment. All employment decisions are based on the job requirements and candidates' qualifications, without regard to race, color, religion/belief, national origin, gender identity, age, disability, marital status, genetic information, or other applicable legally protected characteristics.

Compensation: $85/hr. - $89.50/hr.

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